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HD0-100 Exam Dumps : Help Desk Analyst (HDA)

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Help Desk Analyst (HDA) Questions and Answers

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Question 1

A customer satisfaction survey is important because it obtains information about _____.

Options:

A.

The customer base

B.

Individual analyst performance

C.

Management performance

D.

Customer service performance

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Question 2

Which two are benefits of teamwork? (Choose two.)

Options:

A.

More buy-in

B.

Reduced flexibility

C.

Higher motivation

D.

Increased sympathy

Question 3

A customer calls and tells you that their problem is critical (high severity), however it is apparent to you that the problem is a low severity. What is the best way to handle the situation?

Options:

A.

Reset the customer expectation for low severity problems Reset the customer? expectation for low severity problems

B.

Refer the customer to the service level agreement (SLA)

C.

Assess the technical and business issues and negotiate until you and the customer agree

D.

Record the problem as a low severity

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